Unified Service Desk Lead - Desktop support

Cognizant Technology Solutions Asia Pacific Pte. Ltd Jobs Cognizant Technology Solutions Asia Pacific Pte. Ltd

Job Description

Job Description:
  • 3-4 years' experience in managing Service Desk i.e. Manage engine/Fresh desk. Technical Support background and should have overall 6-8 Years of experience.
  • Developing Service Desk process and workflows, adopting ITIL best practices where possible.
  • A sound understanding of customer service delivery in an IT environment and service management methodologies (such as ITIL).
  • Contributing to the Change Management Process
  • Leading incidents and requests to resolution
  • SLA Management.
  • Train and support help desk representatives and technicians.
  • Producing statistics and management reports.
  • Prepare & maintain Monthly, Quarterly and Yearly reports/presentations for the process to the Organization.
  • Arranging staff training and awareness sessions.
  • Understanding of AS400 systems
  • Field incoming tickets / Phone calls / Chat from end-users to resolve application issues.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Prioritize, schedule, and administer all instances where issues are reported.
  • Perform user guidance at Level 1 and 1.5 wherever possible and strive for first call resolution.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Communicate application problems and issues to key stakeholders, including Management, Development teams, End-users, and Managers.
  • Working experience in Service Now is a mandate.
  • Identify and learn appropriate software applications used by End User.
  • Must have customer service, accurate and logical problem solving and communication skills, and the ability to work in a team environment.

Job Summary

  • Kuala Lumpur
  • Malaysia
  • 2 - 10 years
  • ITIL, Capacity and disaster management, Environment provisioning, Load Balancer, Incident ManagementTroubleshooting, Desktop Support, Desktop engineer, Servicenow, Windows, L1, L2 support, ticket handling, ITIL V3 , Troubleshoot
  • Bachelors/ Degree, Diploma
  • IT
  • Team Leader/Technical Leader,Technical Support Engineer,System Analyst/Tech Architect
  • IT/Computers - Software
  • We are hiring for Unified Service Desk lead professionals with Change Management Process Leading incidents, Service Desk, Fresh Desk, ITIL experience
  • 4th Dec 2019

About Company

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients'​ business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.


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